Responding to a family complaint after unexpected death — CASC communication station

Station brief

Format. Communication station, approximately 7–10 minutes active time after reading. You are a psychiatry consultant meeting a bereaved parent who has submitted a formal complaint. [1]

Candidate instructions. The parent believes the assessment was rushed and dismissive, and that staff did not listen. Listen first; acknowledge grief and the seriousness of the complaint; explain that you will be honest about known facts (open disclosure stance); outline next steps for review without promising outcomes you cannot control; avoid defensive argument, blame-shifting, or inventing legal section numbers; do not pressure them to withdraw. [1][2]

Candidate scenario

The parent is 58, tearful and angry. They say: "You people treated my child like a number. The doctor barely looked up. Now they are dead. I want answers and I want someone held responsible. I have already written to the hospital and I will go higher if I have to." They have a printed complaint letter. No legal representative is present. [1][3]

Marking domains

• Empathic opening; names grief; non-defensive stance
• Clarifies complaint goals: explanation, accountability, prevention, apology (Vincent-aligned)
• Open disclosure principles: what is known, what is under review, follow-up contact
• Explains process levels in plain language (local review vs further pathways) without invented statutes
• Avoids altering facts, blaming the deceased, or pressuring withdrawal
• Offers practical next steps and written follow-up
• Maintains professionalism under anger; safety-net if parent is acutely distressed [1][2][3]